What Can We Learn from Quality Requirements in ISO/TS 82304-2 for Evaluating Conversational Agents in Healthcare?

Denecke, Kerstin; Borycki, Elizabeth M.; Kushniruk, Andre W. (2022). What Can We Learn from Quality Requirements in ISO/TS 82304-2 for Evaluating Conversational Agents in Healthcare? In: Blobel, Bernd; Yang, Bian; Giacomini, Mauro (eds.) pHealth 2022, Proceedings of the 19th International Conference on Wearable Micro and Nano Technologies for Personalized Health – 8–10 November 2022 Oslo. Studies in Health Technology and Informatics: Vol. 299 (pp. 245-250). Oslo: IOS Press 10.3233/SHTI220992

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Evaluating conversational agents (CA) that are supposed to be applied in healthcare and ensuring their quality is essential to avoid patient harm. However, most researchers only study usability and use the CA in clinical trials before conducting such careful evaluation. In previous work, consensus on metrics for evaluating healthcare CA have been found. However, the metrics are still too generic to form an evaluation framework. In this work, we try to link the ISO technical specification ISO/TS 82304-2 Quality Requirements for Health and Wellness Apps to the set of metrics to come a step closer towards an evaluation framework. We identify three links between ISO requirements and the set of metrics, namely accessibility, usability, and security. Although the technical specification rather lists aspects to be considered during development instead of concrete metrics for studying the quality, we can link to some aspects that are also of interest for health CA evaluation. For example, measuring the readability for ensuring accessibility or implementing the Web Content Accessibility Guidelines are two aspects of relevance for health CA.

Item Type:

Book Section (Book Chapter)

Division/Institute:

School of Engineering and Computer Science > Institut für Medizininformatik I4MI
School of Engineering and Computer Science
BFH Centres and strategic thematic fields > BFH centre for Health technologies

Name:

Denecke, Kerstin;
Borycki, Elizabeth M.;
Kushniruk, Andre W.;
Blobel, Bernd;
Yang, Bian and
Giacomini, Mauro

Subjects:

Q Science > Q Science (General)
T Technology > T Technology (General)

ISBN:

978-1-64368-349-2

Series:

Studies in Health Technology and Informatics

Publisher:

IOS Press

Projects:

[UNSPECIFIED] Development of an Evaluation Framework for Conversational Agents in Healthcare

Language:

English

Submitter:

Kerstin Denecke

Date Deposited:

11 Nov 2022 09:21

Last Modified:

14 Dec 2022 14:02

Publisher DOI:

10.3233/SHTI220992

Related URLs:

ARBOR DOI:

10.24451/arbor.17905

URI:

https://arbor.bfh.ch/id/eprint/17905

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